While cPrime aims to respond to requests in a timely matter, requests for licensed commercial plugins (Commercial Support) take advantage over free plugins or trial licenses (Free Support). For information about support contact methods and hours of availability, please visit /wiki/spaces/CADS/pages/20384877. The table below shows SLAs for cPrime's Time to First Response. The amount of time needed to provide a fix is variable based on the nature of the event.
Level of Severity | Description of Severity | Commercial Support | Free Support |
|---|---|---|---|
Level 1 - Blocker | Production application down or major malfunction resulting in majority of users unable to perform their normal functions. | < 2 hours |
Best effort |
Level 2 - Critical | Critical loss of application functionality or performance resulting in high number of users unable to perform their normal functions. | < 8 hours | |
Level 3 - Major | Moderate loss of application functionality or performance resulting in multiple users impacted in their normal functions. | < Next business day | |
Level 4 - Minor | Minor loss of application functionality resulting in few users impacted in their normal functions. | < 2 business days | |
| Level 5 - Trivial | Product feature questions, billing questions, demo requests, etc. | < 5 business days |